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| Desired Industry: Education/Teaching/Training |
SpiderID: 25687 |
| Desired Job Location: Princeton, New Jersey |
Date Posted: 3/22/2009 |
| Type of Position: Full-Time Temporary |
Availability Date: 04/01/2009 |
| Desired Wage: 115000 |
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U.S. Work Authorization: Yes |
| Job Level: Management (Manager, Director) |
Willing to Travel: Yes, Less Than 25% |
| Highest Degree Attained: Bachelors |
Willing to Relocate: No |
Objective:
Apply my 20+ years of experience to the development of efficient and profitable business operations and teams of people, especially in the area of customer service and quality.
Experience:
Recording for the Blind and Dyslexic, Princeton, NJ
V.P. Sales & Services, 2004-2006
Computer Associates, Inc., Princeton, NJ
V.P. Education Marketing, USA, 2001-2003
A.V.P. Education Operations, USA 1997-2001
Computer Associates Plc, Slough, UK
Client Training Manager, UK 1994-1997
Quality Manager, UK 1992-1994
Services Development Manager, UK 1990-1992
Manager, Technical Support, UK 1988-1990
Education:
Franklin and Marshall College, Lancaster, Pa.
Bachelor of Arts, Sociology
Affiliations:
None
Skills:
Experienced and effective business operations manager with demonstrated ability to develop programs and lead people toward outstanding results. Adept at developing and translating high level business strategy into effective tactical operations through development and improvement of processes, teams, and forging internal/external partnerships, especially between business users and IT.
Additional Information:
Notable Accomplishments
Developed and managed a $6.2 million educational outreach and call center budget and led a team of 3 direct reports and 35 administrative employees to build community awareness, increase membership growth and provide service to over 140,000 people with a disability that prevented their effective use of educational print material.
Made service and training process improvements and revitalized a membership retention program, resulting in a 19% increase in renewals over a two year period.
Created partnerships with external, related service organizations to expand organizational reach and to help build awareness in a more cost effective manner.
• Directed a team of 60 employees who provided customer service, administrative support including web sites, sales and marketing of education products, training facilities support, along with data analysis, reporting and support services to executive managers.
• Designed and launched an online customer service evaluation system to enable rapid response to customer comments and to guide process improvements. Efforts resulted in a 10% increase in customer satisfaction.
• Managed UK/Ireland Client Training Division, which produced $6,000,000 in annual revenue. Included responsibility for budget, personnel, materials, and facilities.
• Established ISO quality processes for the management of training materials and subcontractor management that reduced customer complaints by 15%. Personally handled customer complaints and resolutions.
• Facilitated executive and operations staff work sessions to define and reach consensus on policy and process steps for all areas of the UK business operation. Wrote all policy and procedure documents and managed changes and distribution of updates to the UK and Ireland operations.
Reference:
Available upon request.
Candidate Contact Information:
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